Head of Customer Success, North America

The opportunity

Waitwhile is on a mission to eliminate the 1 trillion hours people spend waiting in lines every year. Our industry-leading queue management and appointment scheduling platform empowers businesses to streamline their operations and deliver exceptional customer experiences.

Waitwhile is trusted by 10000 companies worldwide and has helped more than 250 million people enjoy a radically better waiting experience at places like IKEA CHANEL Costco Louis Vuitton Delta Airlines and many more.

We are now looking for our new Head of Customer Success for North America to join our mission and solve the age-old problem of long wait times frustrating queuing and unnecessary friction in everyday customer journeys.

Youll be joining a fast-paced growing technology scale-up with awesome culture and benefits solving one of the most recognizable problems on our planet!

The role

As Head of Customer Success North America youll report to our Global VP of Customer Success (based in Stockholm) and lead the team managing our growing NA customer base.

In this role you will:

• Become a go-to expert on our product gaining a deep understanding of each customers business goals challenges and the solutions that deliver measurable value through our platform.
  
  

• Coach and scale a team of 5 CSMs focusing on performance growth and customer outcomes.
  
  

• Develop repeatable lifecycle playbooks and processes that drive retention expansion and advocacy.
  
  

• Collaborate closely with Sales Product Support and Engineering to ensure smooth implementations strong customer relationships and measurable outcomes.
  
  

• Personally serve as a strategic advisor to our most valued North American customers ensuring they receive outsized value from our platform.
  
  

• While the role is remote-first we are ideally looking for candidates based on the US East Coast. Working hours are 8am5 pmEastern Time to provide enough of a work schedule time overlap to collaborate with our Swedenbased leadership team.
  Occasional travel required for in-person team meetings fostering collaboration and innovation.

What youll be doing

• Lead & inspire:Hire develop and retain a highperforming CS team; establish and maintain a culture of curiosity ownership and continuous learning.
  
  

• Deliver measurable impact: Deliver measurable impact: Working hard to ensure that you and your team hit and exceed industry benchmarks for key functional metrics (e.g. NRR GRR CSAT TTV Adoption) through strategic intentional and proactive management with your team as well as their customers
  
  

• Build and deploy playbooks and processes that scale: Own the customer journey from onboarding to QBRs and renewal while embedding datadriven best practices and leveraging AI to drive team efficiency.
  
  

• Be a strategic advisor: Turn deep product expertise into boardroomlevel guidance that positions Waitwhile as a thought leader and trusted business partner. As the Head of Customer Success for NA youll ensure that your own strategic customers as well as those of your teams have access to a true product and market expert through their Waitwhile CSM.
  
  

• Champion the voice of the customer: Collect and champion key customer feedback that influences roadmap priorities ensuring we address the most critical points of feedback for our most important customers.
  
  

• Collaborate crossfunctionally.Collaborate daily with Sales Solutions Engineering Support Product and Marketing teams to deliver key projects and ongoing results for our customers as well as for our internal teams.

What were looking for

• 8 years in B2BSaaS Customer Success with 4 years leading teams (managers or senior CSMs) within both Enterprise and Mid-Market segments.
  
  

• Experience scaling CS organizations: Youve been responsible for taking a CS team from a few to many FTEs with solid/improving metrics and responsibilities including hiring training coaching goalsetting and performance management.
  
  

• Proven track record achieving 120% NRR and <5% churn in the Enterprise segment.
  
  

• Ambitious and Datadriven mindset: You know that great results and big impact come from delivering high-quality work over a long period of time. This is reflected by your expertise in Customer Success-related metrics processes and tooling knowing best practices and showing first hand to others what great looks like.
  
  

• Deep product knowledge and technical curiosity: Your personality brings curiosity for how problems can be solved through technology; you learn software fast teach others to become experts and ensure you find the optimal ways of delivering value for its users. Your professional experience has given you a deep level of familiarity with APIs and their application in advanced customer workflows as well as how custom integrations can help solve the most complex workstreams
  
  

• Exceptional communicator who can influence Csuite stakeholders frontline users and coworkers alike.
  
  

• Based in Eastern or Central U.S. time zones with the ability to travel5 times per year for client onsites or team offsites.
  
  

Bonus skills & attributes

• Domain experience in queue management and/or appointment scheduling retail/gov/health tech or other industries with a large focus on service design and process design through software.
  
  

• Your Hubspot game is strong: Experience in Hubspot Sales Service and/or Customer Success workspaces.

Perks & Benefits

We want Waitwhile to be an incredible place to work. We offer great benefits and perks flexible working hours and lots of interesting challenges. We believe in making work fun and rewarding and care about your development and are committed to your success. Our benefits & perks programs include but are not limited to:

• Competitive medical dental & vision coverage for you and your family

• 401(k) plan with a generous company match

• Income protection plans: Life & Disability Insurance

• 11 company-paid holidays

• Unlimited PTO

• Parental Leave

• Continuing Education Allowance

• Home Office Stipend

• Coworking Space Membership as/if needed

About Waitwhile

Founded in SanFrancisco in 2017 Waitwhile has raised$12million from CRV and others operates across the U.S. and Sweden and is laserfocused on unlocking human potential by eliminating wait times.

Waitwhile is built upon Swedish values where everyone is equal and the best way to create a high performance culture and opportunities for the team is by running a meritocracy.
We celebrate diverse voices and are committed to building an inclusive psychologically safe environment where everyone can thrive - and anyone can take initiative to deliver something of value where they see a gap. If your experience attitude and track record will make you rock this role wed love to learn more about you!

How to apply

Click Apply and share your resume & linkedin profile a brief note on

1) the strongest strategic relationship youve built with an Enterprise level account and

2) the most important impact youve had on a team youve managed to date - we cant wait to meet you!